Customer; Technical Support Manager Austin TX Team Lead

Position: Customer (Technical) Support Manager Austin TX · Full-time · Team Lead
## Customer (Technical) Support Manager Austin TX
· Full-time
· Team Lead#### About The Position
** Why Join Sensi.

AI
** Sensi.

AI is transforming the world of home care through agentic AI - and we’re just getting started. As a hyper-growth startup, every team member has the opportunity to make a real impact on people’s lives while working as part of a global, collaborative team in a flexible hybrid environment.
** About

The Role
****** We are looking for a
** Customer (Technical) Support Manager
** to lead and evolve our customer support function at the intersection of IoT, AI, and healthcare technology. In this role, you’ll oversee the day-to-day operations of our support department and ensure seamless hardware, software, and data support for our healthcare agency partners.

You’ll manage Tier 1 and Tier 2 support teams, optimize operational workflows, and serve as a key escalation point for complex technical issues involving Sensi’s in-home IoT devices and cloud-based systems.
** Key Responsibilities
*** Lead and mentor a team of Tier 1 and Tier 2 customer support agents handling both software and IoT hardware inquiries.
* Oversee all daily support operations, ensuring rapid, high-quality responses to issues involving connectivity, data accuracy, and device functionality.
* Act as a bridge between customers, product, and engineering - translating field issues into technical feedback and improvement opportunities.
* Design and refine troubleshooting protocols for IoT deployments, device pairing, connectivity, firmware, and cloud sync issues.
* Manage escalations and coordinate with R&D teams to resolve complex technical incidents.
* Develop reporting metrics (KPIs, SLAs, CSAT) to measure and improve support performance.
* Ensure compliance with healthcare data regulations and privacy standards in all customer interactions.
* Contribute to the improvement of installation, onboarding, and maintenance processes for IoT-based systems.#### Requirements
* 3-5+ years of experience in technical or customer support management, ideally in IoT, SaaS, or health tech.
* Strong understanding of hardware - software ecosystems, including device connectivity, network troubleshooting, and data integration.
* Proven experience managing cross-functional support teams and multi-tiered escalation processes.
* Excellent communication and problem-solving skills, with the ability to translate technical language for non-technical users.
* Familiarity with CRM/ticketing tools (e.g., Hubspot, Aircall) and remote device monitoring platforms.
* Hands-on experience with IoT systems, sensors, or edge devices is highly desirable.
* Prior exposure to healthcare technology or HIPAA-compliant environments is a strong plus.
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